Storage Elmstead Terms and Conditions for Services

These Terms and Conditions set out the basis on which Storage Elmstead provides removal, storage and related services to you as a customer. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Customer means the person, firm or company who requests or arranges the services and who is responsible for payment of the charges.

Services means removal, transport, storage, packing, handling, and any related services provided by Storage Elmstead.

Goods means the items and property that are the subject of the services.

Contract means the agreement between Storage Elmstead and the customer incorporating these Terms and Conditions.

2. Scope of Services

Storage Elmstead provides removal and storage services for domestic and commercial customers. Services may include loading, transporting, unloading, packing, unpacking, and storing goods, together with any additional agreed tasks such as furniture disassembly and reassembly.

The specific services to be provided will be confirmed in writing as part of the booking process. Only the services described and agreed at the time of booking form part of the contract. Any additional work requested on the day may be provided at our discretion and may incur extra charges.

3. Booking Process

All bookings are subject to availability and acceptance by Storage Elmstead. A booking is only confirmed when we have provided written confirmation and, where applicable, when a deposit or advance payment has been received.

Quotations are normally based on the information you supply regarding the property access, volume and nature of goods, distance, and any special requirements. You must provide accurate and complete information so that we can prepare an appropriate quotation.

We may request a pre-service survey, either in person or by remote assessment, to confirm the details required to perform the services safely and efficiently. If the information you provide is incomplete or materially inaccurate, we reserve the right to amend or withdraw the quotation or adjust charges on the day of service.

By accepting our quotation, you confirm that you have authority to enter into the contract for the goods and premises involved and that there are no legal or other restrictions preventing us from carrying out the services.

4. Quotations and Charges

Unless stated otherwise, quotations are provided on a fixed price basis, subject to the assumptions stated in the quotation. Quotations may be based on factors including but not limited to volume of goods, labour required, vehicle size, travel time, storage duration, and access conditions.

We reserve the right to levy additional reasonable charges if:

The services cannot be completed in the time or manner originally agreed due to circumstances beyond our control, such as restricted access, waiting times, or delays caused by third parties.

The volume or nature of goods is significantly different from that declared at the time of quotation.

You request additional services or changes to the agreed service specification.

Unless expressly included, charges do not cover parking fees, tolls, congestion or clean air zone charges, fees for permits, or charges imposed by authorities or building managers. Any such costs incurred in connection with the services may be added to the final invoice.

5. Payments and Deposits

Payment terms will be specified in the quotation or booking confirmation. We may require a deposit or prepayment to secure your booking. The balance of any charges is normally due on or before the date of service, or as otherwise agreed in writing.

We accept the forms of payment notified to you during the booking process. All payments must be made in the currency indicated on the quotation or invoice and are inclusive of applicable taxes unless stated otherwise.

If you fail to make payment when due, we reserve the right to:

Withhold or suspend services until full payment is received.

Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.

Retain or exercise a lien over goods held in our possession until all outstanding sums have been settled, including storage and administration fees.

6. Cancellations and Changes

You may cancel or amend your booking by giving us notice in writing. The following cancellation terms apply unless otherwise stated in your quotation or confirmation.

If you cancel with sufficient notice before the scheduled service date, we will not normally charge a cancellation fee. Sufficient notice will be defined in your booking confirmation, taking into account the scale of the services and resources reserved.

If you cancel within a shorter period, we may charge a reasonable cancellation fee to cover our costs and loss of bookings, which may be a percentage of the quoted price. For cancellations on the day of service or upon arrival at the premises, we may charge up to the full quoted amount.

If you wish to change the date, time, or scope of services, we will make reasonable efforts to accommodate your request, subject to availability. Changes may result in revised charges. If we cannot accommodate the change and you decide to cancel, the above cancellation terms will apply.

We reserve the right to cancel or reschedule services due to events beyond our control, including but not limited to severe weather, vehicle breakdown, staff illness, safety concerns, or legal restrictions. In such cases we will notify you as soon as reasonably possible and offer an alternative date or a refund of any prepayments for services not provided. We are not responsible for any indirect or consequential losses caused by such cancellation or rescheduling.

7. Customer Responsibilities

You are responsible for:

Ensuring suitable access to the premises at the agreed times, including making arrangements for keys, lifts, parking, and any required permits or authorisations.

Properly preparing your goods for removal or storage, including securing fragile items and closing and emptying appliances unless we have expressly agreed to provide packing services.

Identifying items that require special handling or are particularly fragile, valuable, heavy, or awkward.

Complying with all applicable laws and regulations relating to the goods, premises, and any waste or restricted items.

You must not ask our staff to carry out any task that is unsafe, unlawful, or outside the agreed scope of services. We may refuse to undertake activities that, in our reasonable opinion, could endanger people, property, or the environment.

8. Prohibited and Restricted Items

Certain items must not be removed or stored by us. These include but are not limited to:

Explosives, firearms, ammunition, and other weapons unless specifically agreed and legally compliant.

Flammable or hazardous materials such as fuels, chemicals, gases, solvents, and batteries that pose a safety risk.

Perishable goods, live animals, plants, and any biological materials that may deteriorate or cause contamination.

Illegal substances, counterfeit goods, and items obtained unlawfully.

Any items listed as prohibited by applicable regulations or reasonably considered unsafe by us.

If we discover prohibited items among your goods, we may refuse to transport or store them, require you to collect them immediately, or dispose of them in accordance with legal requirements at your cost. We are not liable for any loss or damage arising from refusal to handle prohibited items.

9. Storage Terms

Where we provide storage, goods will be stored at a facility selected by us. The exact location may change from time to time, provided that we maintain equivalent levels of security and care.

Storage charges are normally billed in advance for each storage period. If payment is not received by the due date, we reserve the right to withhold release of goods and to charge further storage and administrative fees. If overdue charges remain unpaid for a prolonged period, we may, after giving reasonable notice, exercise our rights to sell or dispose of goods to recover outstanding sums, in accordance with applicable law.

You should not store items that are prohibited or unsuitable for storage such as highly perishable goods, items that may attract pests, or materials requiring specialist environmental conditions beyond those we provide.

10. Liability and Limitations

We will exercise reasonable care and skill in performing the services and handling your goods. However, our liability is subject to the exclusions and limitations set out in this section.

We are not liable for loss or damage arising from:

Inherent defects or characteristics in the goods, including wear and tear, leakage, or instability.

Improper packing or preparation by you or a third party not under our control.

Events outside our reasonable control, such as accidents, severe weather, industrial action, or acts of authorities.

Loss or damage to items you have packed yourself where there is no visible external damage to the container.

We are not responsible for any consequential or indirect loss, including loss of profit, loss of income, loss of use, loss of data, or loss of opportunity arising out of or in connection with the services.

Our total liability for loss of or damage to goods, whether arising in contract, tort, or otherwise, will not exceed a reasonable amount proportionate to the value of the affected goods, subject to any specific limits notified during the booking process. If you require higher protection, you should arrange suitable insurance or ask us about any additional cover that may be available.

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.

11. Claims and Complaints

If you believe there has been loss of or damage to your goods, or if you are unhappy with any aspect of our services, you should notify us as soon as reasonably practicable. For physical loss or damage, you should report this in writing as soon as discovered, providing details and any supporting evidence where available.

We may request access to inspect the goods and premises, and you must give us a reasonable opportunity to investigate and, where appropriate, to remedy the issue. Any claim for compensation will be considered in accordance with these Terms and Conditions and applicable law.

12. Waste and Environmental Regulations

We comply with relevant waste management and environmental regulations when handling items for disposal or recycling. We are not a general waste carrier and will only remove items for disposal where this service has been expressly agreed.

You must not include general household waste, construction waste, hazardous waste, or prohibited materials among the goods for removal or storage, unless we have specifically agreed and are legally permitted to handle them. Examples include but are not limited to rubble, paint, chemicals, asbestos, clinical waste, and electrical items requiring specialist disposal.

Where we agree to remove items for disposal, you warrant that the items are not hazardous and that you have the right to dispose of them. Any disposal will be carried out at suitably licensed facilities, and you are responsible for any fees, charges or penalties arising due to the nature of the items or inaccurate information you provide.

13. Access, Parking and Property Damage

You are responsible for arranging suitable parking and access for our vehicles and staff at all relevant locations. If parking restrictions or access issues cause delays or prevent us from carrying out the services safely, we may charge for waiting time, additional labour, or rescheduling.

We will take reasonable care to avoid damage to property and surroundings during performance of the services. However, we are not liable for damage caused by the movement of goods where that risk arises from existing structural weaknesses, restricted access, or the nature of the property, provided we act with reasonable care and skill.

14. Data Protection and Privacy

We collect and process personal information about you in order to arrange and provide our services, to manage our relationship with you, and to comply with legal obligations. We will handle your personal information in accordance with applicable data protection laws and our privacy practices as communicated to you from time to time.

15. Termination

Either party may terminate the contract with immediate effect by giving written notice if the other party commits a material breach that is not remedied within a reasonable time after being notified, or becomes insolvent or unable to pay its debts as they fall due.

Upon termination, you must pay for all services already provided and any costs properly incurred by us in connection with the contract up to the date of termination. Our rights in respect of unpaid charges and storage of goods remain in force after termination.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the services, are governed by and construed in accordance with the laws of England and Wales.

You and Storage Elmstead agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising from or related to the contract or these Terms and Conditions, except where applicable law provides otherwise for consumers.

17. General Provisions

If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

No person other than you and Storage Elmstead has any rights to enforce any term of the contract.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to the contract for those services, unless changes are required by law or agreed with you in writing.

Your continued use of our services after being notified of updated terms may be treated as acceptance of those changes for future bookings.